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Consumer Satisfaction in Today’s World
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Posted On :
Feb-05-2011
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Article Word Count :
652
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Consumer relationship is an important asset of an organization. Moreover it represents the sum total of the firms all assets.
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Consumer relationship is an important asset of an organization. Moreover it represents the sum total of the firms all assets. Consumer relationship therefore begins with consumer satisfaction . Peter Drucker, the management scholar and writer, stated, “The only valid definition of business purpose is to create a customer.” In future, the successful organizations will be those which provides goods and services to the consumers who want it, where they want it, and in the quantity and at the price they want it. The consumer must be delighted rather than just satisfied.
Business corporations make efforts to create and provide their consumers with lower prices, additional benefits, and uniqueness in services. With rapid advancement in information and communication technology, corporations can take advantage of the emerging IT systems to improve responsiveness to consumer needs and to track those needs, thereby improving consumer satisfaction significantly. Competing organizations are duplicating other organization’s services and products. This process is now enhanced by the Internet and e-mail and can be achieved in much less time than was possible a few years ago. However, competitors cannot duplicate another organization’s consumer relationships. Therefore consumer satisfaction becomes the key ingredient of continued success.
The concept of consumer satisfaction has evolved through the years. In the early 1970s, the main focus was to satisfy consumer needs. Later the attention turned to competitors rather than consumers. Knowing what competitors were doing became more relevant .Corporations were back on technologically superb products. As a result consumers were least noticed nor found valuable in the companies products. To resolve these new consumer experiences could be added and consumer databases can be maintained Moreover consumer reports will work to a great extent enabling consumers to know more about better products and services.
We can emphasize on education and training of consumers. The importance of training and educating consumers about the latest technologies will improve their awareness on consumer rights. Instead of profit, emphasis should be given to creating consumer value. The management must recognize that only consumer satisfaction will lead to profit.
The existing consumers should be retained while target should be given to new consumers also. Consumer satisfaction can be measured as an indication of how successful the organization is at providing products and/or services to the marketplace. This is a concept which varies from citizen to citizen and product to product.
American Customer Satisfaction Index (ACSI) is a scientific standard of measuring consumer satisfaction. Moreover consumer must be focused, communication and education should be implemented and finally measured and recorded . Consumer satisfaction surveys can be conducted .The best time to conduct survey is when the consumer experiences are fresh .If the survey is conducted too late the consumers response may be less accurate. These survey results can be found in different websites which gives a clear cut view of different products around the world.
Even if strong laws exist in India to protect consumer rights, the actual condition of Indian consumers could be declared worse. Very few consumers are aware of their consumer rights .The most significant for consumers is the Consumer Protection Act, 1986. Under this law, everyone could exercise their consumer rights for the goods and services purchased by them. It is important that, as consumers, we know at least the basics of our rights and about the courts and procedures that deal with these rights. Consumers can look into consumer reviews so that they can ascertain the quality of a product before purchasing one. We can easily view the experiences of the consumers in different standard websites which will help us to think twice before purchasing.
In order to be successful companies must be competitive on Consumer satisfaction.
Most companies hardly consider this and finally they are losing out. Its high time that companies should focus on consumer satisfaction, especially in our country. Remember Excellence should be our Edge.
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Article Source :
http://www.articleseen.com/Article_Consumer Satisfaction in Today’s World_51706.aspx
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Author Resource :
For more information about Customer Complaint please visit http://www.consumerdaddy.com/
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Keywords :
Consumer Complaint , Consumer Complaint,
Category :
Product Reviews
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Consumer Electronics
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